The Town of Newmarket has introduced an on-demand language interpretation service accessible in person or over the phone. This service helps reduce language barriers, making it easier for residents to access Town services, information and support regardless of the language they speak.
In 2025, staff launched an internal pilot program to test on‑demand interpretation services during customer interactions, providing fast, easy and confidential language support. The Town partnered with MCIS Language Solutions, a non‑profit social enterprise that provides interpretation in more than 300 languages through immediate access to trained interpreters. During the pilot, staff used the service to support conversations in Spanish, French, Farsi, Dari and Mandarin.
“Newmarket is committed to ensuring every resident can access the services and information they need, regardless of the language they speak,” says Mayor John Taylor. “This new interpretation service is a meaningful step toward building a community where everyone feels welcomed, supported and able to fully participate. It reflects our Customer-First Way of Life priority and our dedication to diversity, equity and inclusion by ensuring services are accessible to the needs of all Newmarket residents.”
Throughout the pilot phase, the service proved to be reliable, user‑friendly and highly effective in supporting both staff and residents. The program is already demonstrating its value as an important addition to the Town’s customer service tools, improving access to services and strengthening communication by helping remove language as a barrier.
If residents are seeking interpretation, they can simply approach a staff member in person or on the phone and request interpretation in their preferred language.
This new interpretation service reflects the Town’s ongoing commitment to ensuring every resident can connect with the information and support they need. As Newmarket continues to grow and evolve, initiatives like this help strengthen our sense of community and ensure all residents can meaningfully access services and feel heard, included and supported.
In addition to the on-demand interpretation services, the Town's newly redesigned website offers translation into the 12 most commonly spoken languages across York Region and Newmarket. These initiatives support Council’s priorities to build a diverse, inclusive and welcoming community and enhance residents’ experience by establishing ‘customer-first way of life’ services.